Frequently asked questions
What is THE Return Policy?
Full-priced merchandise can be returned or exchanged within 30 days of the delivery date, provided the items have their original receipt and tags attached.
Sale merchandise and all launch products are eligible for exchange only and are considered final sale.
We also offer free exchanges for different sizes or styles.
-You can start a Return/Exchange here
how long does it take for an item to ship?
We ship out orders 1-3 days after the order is placed.
how long does it take for my order to arrive?
Orders typically arrive within 3-5 business days.
what if my order was marked "delivered" but i didn't receive my package?
According to our tracking information, your order is marked as "delivered," but if you cannot locate it in your mailbox or at your doorstep, we will initiate a claim on your behalf. Prior to reaching out to us for a claim, please consider the following steps:
- Check all exterior doors and potential delivery locations, such as the porch, back patio, garage, and areas protected from weather.
- Inquire with anyone who might have retrieved the package for you.
- Look for a note from the carrier on your door.
- Verify the accuracy of the information in your shipping confirmation email.
- If you reside in an apartment, consult with your front desk attendant, building security, and mailroom.
You have a 14-day window from the date the carrier marked your package as "delivered" to contact us and initiate an investigation.
Please note that the claim process takes 7-10 business days from the date that the claim was filed.
what if i received a defective product or missing items?
In case your items are defective or items are missing, it is advisable to take pictures documenting the package's condition upon arrival and retain all enclosed packing slips and return labels.
Please email us the pictures, and our customer service team will assist you with this matter.
what if i received a damaged package?
We regret to inform you that we cannot assume responsibility for damaged packages.
Despite our diligent efforts in securely packaging all orders, we have limited control over the handling of packages by the carrier.
Please be advised that returns due to package damage will not be accepted.
We appreciate your understanding in this matter.
how do i start a return/exchange?
You can start a return by clicking here: Start a Return/Exchange
do i have to pay for return shipping?
Yes, initally we will provide you with a return label. Once we receive the return, we will deduct the label cost from the refund.